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Empowering CX in India: Driving growth and efficiency for global brands through CX innovation

By M4G Bureau - May 17, 2023

The World CX Summit – India was designed to offer an exceptional learning opportunity for the attendees with informative discussions, inspiring presentations, highlighting the latest trends and techniques in the field of CX innovation. The Indian edition of the World CX Summit aimed to broaden its objectives providing a platform for leaders in government and industry to come together and exchange ideas on how to tackle the latest challenges in the field.

200+ pre-qualified delegates, 25+ esteemed speakers, 20+ media partners, and conference/exhibitors had joined the 10th global edition of World CX Summit, which was hosted at the Hotel Westin Gurgaon on April 27, 2023. This event has been previously held in various parts of the world with great success. The World CX Summit - Delhi wrapped up with a one-day power-packed conference. The event brought the government leaders and an inspirational line-up of experts and solution providers together to discuss the latest challenges and explore the latest applications in data powered solutions.  

World CX Summit

“CXOs need to align themselves to Data Democratisation for leveraging the true potential of data and datafication in enhancing customer experience, product development acumen, operations, innovations, prediction of new opportunities and connecting to the masses at a population scale with ease and affordable cost,” stated Golok Kumar SimliPrincipal Advisor and Chief Technology Officer, Ministry of External Affairs, India.

Harshavardhan ChauhaanVP, Chief Marketing & Omnichannel Officer, Spencer’s Retail & Nature’s Basket stated that “consumer centricity is the only constant strategic business lever for success across industries. The Right CX strategy emanates from being consumer centric first before anything else.”

One of the summit’s most prominent discussions was the panel on ‘Quantifying the Intangible: Linking Customer Experience to Value’In this panel the speakers highlighted the challenges faced by companies in improving customer experience. They discussed how many companies aspire to transform their customer experience but struggle to measure the economic impact of such changes, leading to uncertain results. Also, they highlighted how companies can ensure that their customer experience programmes yield a positive return on investment. The speakers emphasised the need to establish a link between customer experience and value.

The speakers of this panel discussion included Golok Kumar Simli, Principal Advisor & CTO, Ministry of External Affairs; Akash Jaggi, Global Director, Customer Delivery Experience & Digital Transformation, Schneider Electric; Suhail Ghai, Chief Digital & Information Officer, Max Life Insurance; Aashish Chandra, Chief Digital & Technology Officer, The Body Shop; Yash Sultania, Co-founder & CEO, Survey2Connect and moderated by Ajay Nambiar, COO & Chief Service Officer, PYP, M3M.

Rahul TandonChief Customer Service Officer, Ecom Express was part of panel discussion on the topic ‘Amplifying Total Experience (TX): Unleashing the Power of Emerging Technology.’ He was joined by Samuel Gier, Customer Experience Lead – India, Nothing; Ashish Shukla, Head of Customer Experience, Flipkart; Pranashu Rastogi, Head of Customer Experience, Jubilant FoodWorks, Joe Emmanuel; Vice President of Products, Global Business Development and Presales, Route Mobile. This panel discussion was moderated by Dilpreet Singh, Head - CRM, Loyalty & Customer Analytics, ITC Limited

The World CX Summit – India also included Tech Talks from Brian BischoffGeneral Manager and SVP – GenesysKushagra Goswami, Sr Advisory Solution Consultant, ServiceNow; Harshni Sreedhar, Director of Strategic Partnerships, APAC & MEA, Uniphore; Sameer Narkar, Founder and CEO, Konnect Insights; Shyam Krishnan, VP - Customer Experience, Exotel; Saurabh Chandre, AVP and Head – Sales – CX, (India , APAC and MECAA), Tata Communications; Pooja Ujwal T Makhija, Executive Director and Co-Founder, Phonon Communications, to name a few.

“As companies continue to prioritize customer-centric approaches, the recent World CX Summit - India facilitated a forum for industry leaders to share their valuable perspectives on enhancing customer experience,” stated Naveen Bharadwaj, Group CEO, Trescon. He further added, “Trescon takes pride in hosting such an event that brought together prominent industry experts and thought leaders to discuss the latest trends and best practices in CX. We believe that the insights shared at the summit will enable Indian businesses to augment their customer experience programs, leading to better business outcomes.”

The exhibition area was equally captivating, teeming with a plethora of pioneering CX solution providers showcasing their latest products and services, ranging from chatbots to analytics tools.


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